Refund Policy

Overview

At KathaSync, we strive to provide a reliable voice-to-text transcription service. We understand that sometimes things may not go as expected, and we want to ensure you have a fair and transparent refund process. This Refund Policy outlines when refunds are available, how to request them, and what to expect during the process.

Eligibility Criteria

Eligible Situations

Refunds may be granted in the following circumstances:

• Technical Failure: Our system failed to process your audio due to a bug or server error, and your credits were deducted without receiving a transcription
• Double Charging: You were charged twice for the same transaction due to a payment processing error
• Payment Not Credited: Your bKash payment was verified but credits were not added to your account within 48 hours
• Service Unavailability: The service was completely unavailable for an extended period (more than 24 hours) preventing you from using purchased credits
• Incorrect Package: You were charged for a different credit package than what you selected (must be reported within 7 days)

Non-Refundable Situations

Refunds are NOT available in the following situations:

• Used Credits: Credits that have been successfully used for transcription, even if you are unsatisfied with the transcription quality
• Change of Mind: Deciding you no longer need the service after credits have been added to your account
• Account Suspension: Your account was suspended or terminated due to violation of our Terms of Service
• Transcription Quality: Dissatisfaction with transcription accuracy (this is addressed through our quality improvement process, not refunds)
• User Error: Uploading the wrong audio file, audio in unsupported format, or very poor quality audio that cannot be processed
• Expired Promotional Credits: Free or promotional credits that have expired or been revoked
• Third-Party Issues: Problems caused by your internet connection, device, or browser
• Safety Policy Violations: Content blocked by our AI provider's safety filters (e.g., hate speech, dangerous content) is not eligible for a refund

Credit Policy

Understanding how credits work is essential for understanding our refund policy:

• Unused Credits: Unused credits remain in your account indefinitely as long as your account is active and in good standing
• Credit Deduction: Credits are deducted immediately when audio processing begins, not when it completes
• Failed Processing: If processing fails due to our system error, credits are automatically restored to your account
• Account Closure: If you close your account voluntarily, unused credits are forfeited and non-refundable

Refund Request Process

How to Request a Refund

To request a refund, follow these steps:

1. Submit Request: Send an email to support@kathasync.com with the subject line “Refund Request - [Your Email]”
2. Provide Information: Include all required information (see below)
3. Wait for Review: Our team will review your request within 3-5 business days
4. Receive Decision: You will receive an email with our decision and next steps
5. Refund Processing: If approved, the refund will be processed to your bKash account

Required Information

Please include the following information in your refund request:

• Registered Email: The email address associated with your KathaSync account
• bKash Transaction ID: The TrxID from your bKash payment confirmation SMS
• Payment Amount: The amount you paid in BDT
• Payment Date: When the payment was made
• Reason for Refund: A clear explanation of why you are requesting a refund
• bKash Number: The mobile number you used for payment (for refund transfer)
• Supporting Evidence: Screenshots or other documentation if applicable

Processing Timeline

Here is what to expect after submitting a refund request:

Note: Business days are Sunday through Thursday (Bangladesh working days). Requests submitted on weekends or holidays will be processed on the next business day.

bKash Refund Procedure

All approved refunds are processed through bKash personal transfer. Here is how it works:

• Refund Destination: Refunds are sent to the bKash number that was used for the original payment
• Transfer Method: We send refunds as bKash “Send Money” transfers
• SMS Notification: You will receive an SMS from bKash when the refund is sent
• No Additional Fees: KathaSync covers the bKash transfer fee; you receive the full refund amount

What If My bKash Number Changed?

If you no longer have access to the bKash number used for payment:

• Provide the new bKash number in your refund request
• We may require additional verification (ID verification, account ownership proof)
• Processing time may be extended by 3-5 additional business days

bKash Account Requirements

To receive a refund, your bKash account must be:

• Active and in good standing
• Not blocked or suspended by bKash
• Able to receive personal transfers
• Within bKash transaction limits

Partial Refunds

In some cases, we may offer partial refunds instead of full refunds:

• Partial Service Delivery: If you received some value from the service but experienced issues with part of it
• Extended Outage: If the service was unavailable for a portion of the time you needed it
• Quality Issues: In exceptional cases where transcription quality was significantly below normal due to system issues (not audio quality)

Partial refund amounts are calculated based on the proportion of service affected and are determined on a case-by-case basis. You will be informed of the partial refund amount before processing, and you can choose to accept it or escalate your case.

Credit Compensation

As an alternative to monetary refunds, we may offer credit compensation in certain situations:

• Service Interruptions: Additional credits for downtime or service issues
• Quality Issues: Bonus credits if transcription quality was affected by our system
• Goodwill Gesture: Credits offered as a gesture of goodwill for minor inconveniences

Credit compensation is often more generous than the equivalent monetary refund and is applied to your account immediately. You may request a monetary refund instead, but the amount may be lower.

Disputes & Appeals

If your refund request is denied and you believe the decision was incorrect:

1. Request Review: Reply to the denial email within 14 days requesting a review of your case
2. Provide Additional Information: Include any additional evidence or context that supports your claim
3. Escalation: Your case will be reviewed by a senior team member who was not involved in the original decision
4. Final Decision: You will receive a final decision within 10 business days of your appeal

The appeal decision is final. If you remain dissatisfied, you may seek resolution through the dispute resolution process outlined in our Terms of Service.

Special Circumstances

We understand that unusual situations may arise. In the following special circumstances, we may consider exceptions to our standard refund policy:

• Medical Emergency: If you or an immediate family member experienced a medical emergency that prevented use of purchased credits
• Natural Disaster: If you were affected by a natural disaster (flood, cyclone, etc.) that prevented access to the service
• Death of Account Holder: Family members may request refunds for unused credits with appropriate documentation
• Fraudulent Purchase: If your bKash account was used without your authorization (with appropriate documentation)

For special circumstances, please contact us at support@kathasync.com with documentation supporting your situation. These cases are reviewed individually, and decisions are made at our discretion.

Frequently Asked Questions

How long do I have to request a refund?

Refund requests must be submitted within 30 days of the original payment date. Requests submitted after 30 days will only be considered in exceptional circumstances.

Can I get a refund if I just do not like the transcription quality?

No, we do not offer refunds for dissatisfaction with transcription quality. Transcription accuracy depends on many factors including audio quality, background noise, and accents. We recommend testing with a short audio sample before making large purchases.

What happens to my credits if I request a refund?

If your refund is approved, any unused credits associated with that purchase will be removed from your account. You cannot keep the credits and receive a refund.

Can I get a refund to a different payment method?

Refunds are only processed to bKash. We do not offer refunds via bank transfer, Nagad, or other payment methods.

What if I purchased credits as a gift for someone else?

Refund requests must come from the bKash account holder who made the payment. We cannot process refunds based on requests from gift recipients.

Is there a minimum refund amount?

No, there is no minimum refund amount. However, please note that very small refunds may take the same processing time as larger ones.

Contact Information

For refund requests or questions about this policy, please contact us:

For urgent payment issues (double charging, incorrect amounts), please include “URGENT” in your email subject line for priority handling.